Coles: Self-service portal
Designing a self-service platform for efficient change and remediation projects without IT involvement.
UX/UI
A large organisation with diverse staff across departments and stores, understands the cost implications of involving IT in change projects. That’s where the ‘Self-service Portal’ comes in – a self-service platform empowering the Coles team to efficiently handle change and remediation projects, without the need for IT involvement.
Client
Coles
Category
Retail
Service (s)
Experience
The Challenge
Coles approached Charles Elena to design a self-service portal that could help manage large-scale changes to ways of working. Previous efforts were either labour-intensive or used complicated software solutions that required IT intervention – resulting in high costs and inconsistent experiences for impacted employees. Coles required a solution that would enable business outcomes, could be accessed by all employees, and help team-members communicate with empathy.
The Approach
Highly collaborative work with empathy for users in an agile environment. The Coles Portal project was developed to support organisational change and improve the employer-employee relationship for one of the biggest supermarket chains in Australia. The challenge was to centralise and streamline data to create a seamless self-service experience for staff through a portal design. We took the stakeholder on board from the beginning to understand the business objective, scenarios, pain-points. The multi-functional team including UX Designer, UI Designer, Developers, Business Owner and Project Coordinator working together in an agile fashion to progress design.
Agile working environment
User testing
Clickable prototype
Cross-functional team collaboration
The Impact
Seeing your videos and the new functionality you contribute is one of my favourite parts of the week! Love all of what you are building for us.
P&C Operations, Transformation Manager